The biggest problem with support services is that their efficiency is built on the basis of inefficient use of the time of the person who reached out.
I am confident that many clients are capable of fully and unambiguously stating their request in sufficient detail for execution. “send a detailed report of last month’s calls”, “change the address”, “I’m having trouble with internet access – it’s very slow, check on your end, and call me if there are any questions”. Those who are unable to do so only need a callback. In the call center, a queue is organized for outgoing calls – and off you go.
In fact, a tech support ticket would consist of just a text input field and a “Send” button, as well as a list of created tickets with statuses, or an email sent from an email linked to the account, or an SMS sent from a phone linked to the account.
All critical operations listed in the ticket can be confirmed via SMS, like writing “I want to switch to plan B”. Then an SMS arrives: “Received request to switch to plan B, confirm by replying ‘YES'”.
A million problems would be resolved faster if it only required sending an email or SMS like “I want to pay with my card, it’s not working, call me back”.
Secondly, tech support should be able to see the history of my actions in my account or on the website (if I am logged in, of course). This is incredibly useful and allows them to understand the issue of “what he/she is failing at”. Besides being helpful for tech support, it’s also invaluable information for a marketer.
Unfortunately, almost all the support in chats that I have encountered ruthlessly consumes my time.
Hi, I'm Rauf Aliev. 